From a
report by Social Security's Office of Inspector General (OIG) (footnotes omitted):
Our objective was to determine whether the Social Security Administration (SSA) had achieved the planned cost savingsfor its information technology (IT) initiatives....
In Fiscal Year (FY) 2012, SSA spent approximately$1.5 billion on IT investments. SSA has stated its IT investments have been critical to increasing its average annual employee productivity. For example, the Agency indicated that IT investments in online services and the disability process have allowed it to keep pace with recent workload increases. ...
In an April 2009 report, we noted that SSA’s 7-year projected savings for new and continued IT projects in FYs 2007 through 2009 were $10 to $20 billion. ...
In a 2007 review, we determined that although SSA had established a PIR [Post-Implementation Review] policy, it had not established a process to determine whether its IT projects actually achieved their planned cost savings....
We could not determine whether SSA had realized the planned cost savings for its IT initiatives because SSA had not calculated actual savings after project implementation. Additionally, SSA did not have a process to assess the overall effectiveness of its IT capital planning and investment control process. As a result, SSA did not know whether the IT investments achieved the planned FTE savings or any productivity improvements.
For years, I have been asking the question: If the enormous IT investment required to implement electronic files at Social Security was cost effective, why didn't Social Security release a report crowing about its success? Now we have the answer. Social Security couldn't release a report crowing about its success because it had no idea whether its electronic files project was a success. It wasn't even trying to find out. I wonder if they weren't trying to find out because they were afraid to find out what the answer would be.
I'm going to get some responses saying that electronic files are wonderful and asking why I would want to go back to paper files. I don't want to go back to paper files. Doing so would cost even more money. We may as well use the poorly designed system we have. However, I'm pretty sure that if former Commissioner Barnhart had put all that money that went into the switch to electronic files into more personnel to review paper files that the agency's backlogs would be far lower now. I don't care in the least whether some Social Security employee finds electronic files more to their liking. It doesn't matter a bit what Social Security employees like or don't like. It doesn't matter what I like or don't like. The important thing is delivering service to the public. I'm confident that throwing more people at the backlog problem would have worked. It's obvious that throwing IT money at contractors didn't work. We still have enormous backlogs. Everyone is now accustomed to these backlogs, except for the claimants. Huge contractors get rich while claimants die waiting for an answer.